Novate Staffing

Novate is a cloud based solution that allows the Public Sector to manage and procure the engagement of temporary workers. This is all ran by our state of the art technology, the cloud solution enables The Public Sector Clients to optimise their use of temporary workers and comply with HMRC.

User support

All questions are acknowledged within 3 hours and responded to within 24 hours, 7 days a week.

User can manage status and priority of support tickets

Yes

Online ticketing support accessibility

None or don’t know

Phone support

Yes

Phone support availability

24 hours, 7 days a week

Web chat support

No

Onsite support

Onsite support

Support levels

Novate's ongoing support includes: On site presents for training support, 24/7 phone and email contact on going. Initial volume increase – seeking to maximise the number of workers going through the new process. Management Information – a range of management information is offered to the client giving them a greater level of visibility. Ongoing account management; Support to Temporary Workers, Agencies and Client. Full system support available 24/7 too.

Support available to third parties

Yes

Onboarding and offboarding

Onboarding and offboarding

Getting started

Novate will host an implementation meeting with the major stakeholders within the clients organisation.

Our account managers and implementation team will work with the clients team to make sure they have a full understanding of how the system works and full onsite training and support will be given.

There is also online training guides and one on one training if needed. We can also offer train the trainer if needed but Novate would rather host the training our self.

Novate will work with the client on how and when they wanted to first launch the system and book all relevant training in advance.

Service documentation

Yes

Documentation formats

PDF

End-of-contract data extraction

Novate will arrange a meeting for the stakeholders within the organisation and discuss the exit plan.

Novate will do an extract of all data helped on behalf of the client and extract to a Excel/PDF and send all supporting documentation too.

The Client can also go on to the system and do the extract themselves if they wish too.

We will work with the client to make sure they have all the relevant information and documentation they need.

End-of-contract process

Novate will arrange a meeting for the stakeholders within the organisation and discuss the exit plan.

Novate will work with the client to make sure they are full aware of the exit plan and what is needed from them.

If the client goes with a new provider we will discuss how we migrate details that the client might need to migrate.

There is no exit fee for working with Novate so no extra cost needed.

Novate will need their agree notice period so they have significant time to do the exit plan.

Using the service

Using the service

Web browser interface

Yes

Using the web interface

Novate's Portal is all web/cloud based and no interface needed to the clients internal systems. Any client can make changes very easy but Novate would recommend you speak to our support team and they will work the changes for you. This will be done in a timely manner to work to the Clients time scales.

Web interface accessibility standard

None or don’t know

How the web interface is accessible

Novate Portal will be opened via e browser, Google Chrome or Firefox. The end client must have the most up to date e browsers to work (8+). We also have access via tablets and mobile devices.

Web interface accessibility testing

Full testing has been done across several platforms in the Public Sector.

API

Yes

What users can and can't do using the API

We can provide the appropriate API coding to allow our clients the relevant access to the system. This will be configured as required with our clients.

API automation tools

Ansible

Chef

API documentation

Yes

API documentation formats

PDF

Command line interface

No

Scaling

Scaling

Scaling available

Yes

Scaling type

Manual

Independence of resources

We use multiple virtual servers which can scale to meet demand.

Usage notifications

Yes

Usage reporting

Email

Analytics

Analytics

Infrastructure or application metrics

Yes

Metrics types

Memory

Network

Reporting types

Regular reports

Reports on request

Resellers

Resellers

Supplier type

Not a reseller

Staff security

Staff security

Staff security clearance

Other security clearance

Government security clearance

Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection

Knowledge of data storage and processing locations

Yes

Data storage and processing locations

United Kingdom

User control over data storage and processing locations

Yes

Datacentre security standards

Managed by a third party

Penetration testing frequency

At least every 6 months

Penetration testing approach

In-house

Protecting data at rest

Encryption of all physical media

Data sanitisation process

Yes

Data sanitisation type

Hardware containing data is completely destroyed

Equipment disposal approach

A third-party destruction service

Backup and recovery

Backup and recovery

Backup and recovery

Yes

What’s backed up

All data is backed up

Backup controls

All backups are automated without user intervention.

Datacentre setup

Multiple datacentres with disaster recovery

Scheduling backups

Supplier controls the whole backup schedule

Backup recovery

Users contact the support team

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

Other

Other protection between networks

We utilise HTTPS.

Data protection within supplier network

TLS (version 1.2 or above)

Availability and resilience

Availability and resilience

Guaranteed availability

We can guarantee a 99.99% uptime for service availability. Users are provided with manual processes for any downtime, to allow for no disruption in service.

Approach to resilience

This is available upon request.

Outage reporting

Email alerts, texts, phone calls can all be utilised to report any outages.

Identity and authentication

Identity and authentication

User authentication

2-factor authentication

Access restrictions in management interfaces and support channels

We define all users throughout implementation and agree at this stage the relevant access levels for all key users. This can be updated periodically and users profiles updated within the system. All requests will need to be provided by a key director of the client to ensure access adherence.

Access restriction testing frequency

At least every 6 months

Management access authentication

2-factor authentication

Devices users manage the service through

Directly from any device which may also be used for normal business (for example web browsing or viewing external email)

Audit information for users

Audit information for users

Access to user activity audit information

Users receive audit information on a regular basis

How long user audit data is stored for

Between 1 month and 6 months

Access to supplier activity audit information

Users contact the support team to get audit information

How long supplier audit data is stored for

Between 1 month and 6 months

How long system logs are stored for

User-defined

Standards and certifications

Standards and certifications

ISO/IEC 27001 certification

Yes

Who accredited the ISO/IEC 27001

SGS UK Ltd

ISO/IEC 27001 accreditation date

14/4/2014

What the ISO/IEC 27001 doesn’t cover

All covered.

ISO 28000:2007 certification

No

CSA STAR certification

No

PCI certification

No

Other security accreditations

No

Security governance

Security governance

Named board-level person responsible for service security

Yes

Security governance accreditation

Yes

Security governance standards

ISO/IEC 27001

Information security policies and processes

We have our own information and security reporting policy and process. It aims to ensure the appropriate confidentiality, integrity and availability of its data. The principles defined in this policy will be applied to all of the physical and electronic information assets for which we are responsible.

Operational security

Operational security

Configuration and change management standard

Supplier-defined controls

Configuration and change management approach

We follow the guidance as laid out by ITIL. ITIL change management is a process designed to understand and minimise risks while making IT changes. Businesses have two main expectations of the services provided by IT: 1. The services should be stable, reliable, and predictable.2. The services are able to change rapidly to meet evolving business requirements.By assuring that all proposed changes are evaluated for their benefits and risks, and that all impacts are considered. All changes are thoroughly tested and that each deployment includes a back-out plan to restore the state of the environment should deployment fails.

Vulnerability management type

Undisclosed

Vulnerability management approach

This is broken into 5 key stages:1. Initial - the initial stage is a vulnerability management program2. Managed - Defines a set of procedures for vulnerability scanning3. Defined - Authenticated vulnerability scans are run on a weekly basis which produces reports to key managers4. Quantitatively Managed - the specific attributes of the program are quantifiable and metrics provided5. Optimising - optimising each of the metrics will ensure that the vulnerability of the system.

Protective monitoring type

Undisclosed

Protective monitoring approach

Potential compromises are identified by regular brut force testing, which generates result reports of any compromises. Once identified, we implement security patches as soon as possible, within no longer than 48 hours.

Incident management type

Undisclosed

Incident management approach

We request that all incidents are reported to our Service Manager, via telephone, email, text. All incidents are managed in accordance with our Incident Handling Policy which is available upon request. All incident reports are combined and sent to our clients periodically. We restore the service to the customer as quickly as possible, often through work arounds or temporary fixes to keep the service online.